Use your know-how

A smart knowledge base for better self-service and empowered agents

Knowledge is power. Using it is powerful.

Support teams have a lot of knowledge about customer issues—and the best way to solve them. Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work. With Guide, you can quickly build a customizable help center, online community, and customer portal so customers get better self-service and agents see improved efficiency and faster resolution. And since it’s the only knowledge base native to Zendesk, it integrates seamlessly with Zendesk Support.

Grow what you know

Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.

Give them the good stuff

Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.

Be better with bots

AI powered Answer Bot* can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.

Get smarter as you go

Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.

A powerful pair

Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.

"With so many people using our site every day, it's vital that our customer care advisors have the right tools to deal with enquiries quickly and effectively."

You have what it takes

With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.

"Investing in our knowledge base meant we saw a massive decline in the number of support requests coming in. Partners were getting what I consider to be the very best service—which is that they never had to log a ticket in the first place."

– Mike Cartwright

Know thy self-service

Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.

“The Mobile SDK has allowed us to provide quick answers through our help center. Also, we have more context about the users that request 1:1 support. It saves us a lot of time.”

– Josh Greenwald

Thanks a bot

The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.